Hello,
I was very happy with most aspects of my rental experience. The personnel was very knowledgeable and friendly and flexible.
I was unhappy, however, with the payment experience at the end - as detailed below:
In addition to the online rental, I paid for my husband's and son's ski rentals - which were made in person in the shop (not booked online). I was presented with the overall sum at the time of paying and we saw that an insurance fee of CHF 12,00 had been added to my son's rental and my husband's. As we have separate insurance for this, we clearly stated at the time of rental that we did not wish to add this insurance. However, it had been added to the final bill. When my husband raised the issue and asked for us not to be charged he was told he was being difficult and in the end we were given a voucher but not the money back. As we don't come very often to St.Luc, such a voucher is not very useful to us. The shop assistant's tone was also not very pleasant, accusing my husband of being difficult and wanting to 'win'. This is not about 'winning', it's about respecting the wishes of the customers, and their reasonable demands. Insurance is optional, and we had in both instances said we did not wish to pay for this. A professional response would have been to apologise for the billing error and refund the CHF12*2 (CHF 24) without discussion. We are disappointed with the experience, as we otherwise very much enjoyed renting from Chabloz Sport.
Sincerely,
Pernille Holtedahl
März 2025
